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Sometimes we will hold a telephone conciliation conference with both parties. This is conducted informally. It provides the parties with a chance to hear the other’s perspective in a conversation facilitated by us. During a conciliation we will normally provide the parties with guidance on the issues raised in the complaint and what outcome might be provided if the complaint proceeded to Determination.

We try to resolve complaints in the most fair, effective and efficient way possible. We will generally try to first resolve a complaint by informal methods, and reach a settlement between you and the financial firm through negotiation or conciliation.

The Australian Financial Complaints Authority (AFCA) considers a wide range of complaints from consumers and small businesses about financial firms.